Customer Service Analyst

Job Description

We are seeking a Customer Service Analyst to support our team in Manchester. The successful candidate will play a key role in analysing customer interactions, providing insights to improve service quality, and ensuring customer satisfaction.

Responsibilities

• Identify areas for improvement in customer service processes.
• Assist in the execution of customer satisfaction surveys.
• Collaborate with IT to resolve software issues impacting customer service.
• Create training materials for a more informed support team.
• Monitor response times and service levels for continuous improvement.

Requirements

Education

• Bachelor's degree in a relevant field
• Postgraduate qualifications in Customer Service Management preferred

Experience

• 3+ years in a customer-focused analysis position

Technical Skills

• Analytical Tools
• Presentation Skills

Soft Skills

• Interpersonal Skills
• Adaptability

Languages

• English: Fluent

Advantageous

• Proficient in Statistical Analysis Software: Experience using software like SPSS or R for data analysis.
• Familiarity with Six Sigma methodologies: Knowledge of process improvement methodologies.

Benefits

• Attractive salary with performance bonuses
• Comprehensive health and wellness benefits
• Generous leave policies including parental leave
• Regular team-building events
• Opportunities for professional development

Company Culture

• Collaborative Teamwork: We foster a collaborative environment where teamwork is key to our success.
• Continuous Improvement: We value continuous improvement and encourage professional growth.
• Community Engagement: We actively engage with our local communities through various initiatives.